• Establish, develop and maintain professional relationships with the key managers and decision makers of assigned customer accounts.
• Leverage internal and external relationships in the development of business plans to meet customer needs regarding service delivery, billing and credit issues.
• With consult from Regional Manager or Sr. Account Representative, perform account management tasks, i.e. creation of Business Plans, development of critical facility information, monitor billing/ credit issues, secure load response commitments, process new business requests, respond to reliability issues, provide outage management information, maintain accounts in Customer Relationship Management database.
• Be available for after-hour duty responsibilities.
• Provide open communication with customers concerning: Rate changes, Customer Choice, Energy Efficiency Programs and emergency response to drive and improve customer satisfaction.

Position may be required to work extended hours, including 24 x 7 coverage during storms or other emergencies.

• Act as single point of contact to Large Commercial and Industrial customers to improve customer satisfaction. Responsibilities include, but are not limited to, coordinating the work of multiple departments to affect the installation of new or expansion of existing electric service, presentation and execution of all appropriate service contracts and associated paperwork (where applicable), and coordinating restoration and analysis of interrupted service, including providing 24/7 on-call accessibility. 
• Establish and develop strong professional relationships with the decision makers and key managers of assigned accounts with the intent of implementing customer load management strategies, which benefit the company through providing curtailment during peak load periods. 
• Create Key Account Business Plans and develop critical customer facility information to maintain record of customer information and business overview. Gather relevant information regarding service issues, equipment overview, on-site generation, etc. May consult with Regional Manager or Sr. Account Representative. 
• Effectively manage outstanding customer debt with the timely resolution of billing and credit issues. Proactively establish customer payment procedures, which minimize exposure to bad debt and maximize the company's margin. 
• Communicate company policies and procedures to the customer regarding rates and riders, including changes and additions that could impact the customer's energy management and purchasing.
• Input and maintain all specific and pertinent customer information utilizing Customer Relationship Management database for use in gathering intelligence on customer operations. 

• Work routinely involves internal and external issues that require superior resolution regarding customer satisfaction, electric service delivery and billing/credit issues. Contact requires tact, persuasiveness, and coordination capabilities to facilitate this work process.
• Daily activities are direct in nature with an emphasis on providing assigned customers a single point of contact termed "Total Account Management." This requires the account manager to possess a comprehensive knowledge of company rates, riders, departmental roles and responsibilities, policies, work practices and safety to affectively align customer needs with company resources.
• Based on a Tiered Structure, an Account Representative manages between 6 - 115 customer accounts. The following account distribution applies:
• Demonstrate ability to actively participate on cross-functional teams, i.e., organizational projects and assignments.
• Demonstrate ability to support Associate Account Representative or Sr. Account Representative as back up during absence from storm duty, vacations, etc.
• Demonstrate ability to effectively mentor Associate Account Representative.
• Ensure safe work performance.
• Additional individual job development and value-added activities are expected.
• Budgetary management and impact are minimal

• Minimum Bachelor's degree with 2-5 years experience, or in lieu of a degree, must have minimum of 6-9 years of diverse business experience, either internally or externally.
• Emphasis should be in customer service and sales.
• Excellent written and oral communication skills, technical and financial aptitude, proficient computer skills, strong relationship building, sales and negotiation experience, and customer service orientation.
• Works with regular guidance.
• Job requires a valid driver's license and use of personal vehicle.
• Ability to fulfill scheduled and unscheduled after-hours duty responsibilities.

• Bachelor's Degree is strongly preferred, in the business or engineering field.